ITSM Process Analyst

Orchard•Stafford, VA

2d•Hybrid

About The Position

ITSM Process Analyst Hybrid Work – Stafford, Virginia Active Secret Clearance Required @Orchard LLC is seeking an ITSM professional to help our client achieve effectiveness and efficiency in the delivery and support of IT services. The candidate will support the implementation and maturation of ITIL processes through creating documentation of processes, procedures, and work instructions. You will support process owners, process managers, service owners, and service managers with meeting support, documentation, collaboration, and continuous improvement initiatives. Support includes metrics analysis, workflow analysis, and suggested improvements based on findings, and alignment with ITIL and industry best practices.

Requirements

BS or BA degree in Business Management, IT, or other relevant discipline from an accredited college/university.
Minimum of 3 years of experience supporting service management.
Must possess or be able to immediately obtain ITIL4 Foundations Certification.
Must possess DoD Secret clearance.
Excellent writing and communication skills.
Skilled with MS Office programs including Teams, Word, PowerPoint, Excel, and Visio.
Demonstrated ability to manage work to meet deadlines.
Ability to work independently with minimal oversight, as well as demonstrate exceptional written and oral communication skills.

Nice To Haves

Demonstrated ITSM experience
Experience using BMC Remedy tool
Prior United States Marine Corps experience.

Responsibilities

Provide support and contribute subject matter expertise to the preparation and evaluation of technical documents, papers, studies, analysis, and briefings in support of IT service management.
Actively contribute process improvement and oversight ideas to one or more working groups of ITSM practitioners in support of Government goals and requirements.
Document processes, procedures, service level agreements, critical success factors, performance work instructions, and process workflows in a collaborative team environment.
Ensure timely, active communication between Government stakeholders and internal stakeholders.
Utilize Microsoft Office products including Teams, Word, PowerPoint, Excel, and Visio to create and deliver documentation, workflows, and presentations.
Maintain documentation control using SharePoint.
Participate in weekly and/or daily meetings.